Senior Analyst

4 weeks ago

Chicago, United States United Airlines Full time
Description

There's never been a more exciting time to join United Airlines. We're on a path towards becoming the best airline in the history of aviation. Our shared purpose - Connecting People, Uniting the World - is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the world with millions of customers and tens of thousands of employees, we have a unique responsibility to uplift and provide opportunities in the places where we work, live and fly, and we can only do that with a truly diverse and inclusive workforce. And we're growing - in the years ahead, we'll hire tens of thousands of people across every area of the airline. Our careers include a competitive benefits package aimed at keeping you happy, healthy and well-traveled. From employee-run "Business Resource Group" communities to world-class benefits like parental leave, 401k and privileges like space available travel, United is truly a one-of-a-kind place to work. Are you ready to travel the world?

At United, we care about our customers. To be the best airline in aviation history, we need to deliver the best service to our customers. And it takes a whole team of dedicated customer-focused advocates to make it happen From our Contact Center to customer analytics, insights, innovation, and everything in between, the Customer Experience team delivers outstanding service and helps us to run a more customer-centric and dependable airline.

Key Responsibilities:

The Senior Analyst - Customer Strategy & Innovation will aim to improve the customer and employee experience while delivering innovative solutions through technology and process enhancements in airport lobbies. This role will work with cross-functional, motivated teams on highly visible and valuable projects. Serve as thought leader for business processes, developing forward-thinking functionality that promote efficiency and productivity.

This is a Chicago-based, hybrid role that will be in office two days per week with some regular travel.

  • Function as a product owner for digital lobby products
  • Develop and maintain subject matter expertise in all product aspects including policies and procedures, NPS, and optimization initiatives. Understand the current business processes and define future state process
  • Execute key aspects of projects and programs by supporting the entire product lifecycle, including writing detailed business requirements; participating in agile rituals; analyzing data to ensure product features are aligned with objectives; working with user experience (UX) to ensure story intent; working with development (IT) and testing (QA) teams to understand the boundaries of a story; contributing to the overall definition of strategy and scope; and identifying and sharing opportunities for improvement across product and process
  • Define, document, and test real-world business use cases for the features and workflow with cross functional teams and business partners (Lobby, Digital Products, UX, Technology, Training, Operations, Customer Experience, Marketing, Loyalty, Sales, and more)
  • Lead projects, develop project plans and monitor performance
  • Communicate effectively with business partners throughout the project
  • Proactively identify and manage interdependencies and risks
  • Ensure that new processes/innovation are successfully passed to training and change management partners to drive successful adoption
  • Leverage customer and employee insights to make data-driven, customer-centric decisions
United values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the "desired" qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes We are always looking for individuals who will bring something new to the table

Qualifications

What's needed to succeed (Minimum Qualifications):
  • Bachelor's degree or 4 years of relevant work experience
  • 3+ years of experience in business analysis or innovation related fields
  • Experience creating and writing detailed business requirements
  • Excellent written and verbal communication skills
  • Demonstrated experience working directly with digital product development
  • Strong working knowledge of customer and employee service flows
  • Strong project management and problem resolution skills
  • Ability to adapt to changing business environment and priorities
  • Competency in Microsoft applications including Word, Excel, and Outlook
  • A track record of following through on commitments
  • Strong organizational and time management skills
  • Ability to travel up to 30%
  • Must be legally authorized to work in the United States for any employer without sponsorship
  • Successful completion of interview required to meet job qualification
  • Reliable, punctual attendance is an essential function of the position
Preferred

What will help you propel from the pack (Preferred Qualifications):
  • 1-2 years of Agile/Scrum experience
  • Process mapping experience
  • Knowledge or experience with lobbies in transportation or hospitality
  • SQL experience
  • Experience working with business partners to bring digital products to life


United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status and other protected status as required by applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact JobAccommodations@united.com to request accommodation.

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